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KPIs help hone consultants' service


PERFORMANCE INDICATORS to sharpen up consultants' business acumen were unveiled this week by the Association of Consulting Engineers (ACE).

In all 15 performance criteria have been identified to help consultants monitor their own performance and help potential clients gauge expected service.

Consultants are asked to measure clients' satisfaction with performance, capability and value for money, and to judge the quality of service. This will incorporate analysis of time keeping, health and safety awareness, innovation, understanding and speed of response to client needs, and ability to identify problems.

The key performance indicators (KPIs) will also track the quality of staff training provided, productivity per person and profitability, tender success and repeat business against consulting sector averages.

ACE has worked on the project with the Institution of Civil Engineers, Construction Best Practice Programme, Department of Trade & Industry, Royal Institution of Chartered Surveyors and the Royal Institute of British Architects.

Consultants aim to carry out the same self scrutiny now being achieved by some UK contractors since KPIs were introduced to contracting in April 1999.

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